Common questions

Short answers to the questions people ask most. Each one links to the guide with the details.

Account and users

I forgot my password

On the sign-in page, choose Forgot password? and enter your email. You receive a link to set a new one.

How do I change my name, email or password?

Click your initials at the top right, then your name. Your profile opens, where you can change all three.

How many users can we have?

Your plan sets the number. The free plan allows the main account plus 10 users. Inactive users do not count. See Users and roles.

Can we have two main accounts?

No. There is one main account per company. To let a colleague do almost everything, create a role with every permission ticked. Company settings, users, roles and approval chains stay with the main account.

Can other companies see our data?

No. Every record belongs to one company, and users only see the records of their own company.

Everyday work

A button I expect is missing

Three possible reasons:

1. Your role does not have the permission. Ask the main account.
2. The record is waiting for an approval. A notice at the top of the record says so, and the record is locked until the request is decided.
3. The status does not allow it. For example, only an approved or sent quote can be issued, and only an active policy can be endorsed.

I cannot edit a quote

A finalised quote is fixed, so that what the customer was offered stays on record. Choose More > Create a new version and change the copy. See Leads and quotes.

Why was my quote referred?

The reasons are listed on the quote under Underwriting. They come from the product's underwriting rules and limits. See Underwriting.

How do I change a premium that looks wrong?

The premium always follows the product: its rate, coverages and rating rules. Check the lines in the Premium box to see where the amount comes from, then correct the quote details or, if the product itself is wrong, ask the person who manages products. See Products and rating.

How do I undo a payment recorded by mistake?

Open the invoice and choose Refund for the amount. The refund is recorded next to the payment, so the history stays complete. See Billing and payments.

Can I delete a policy or a claim?

No. Policies are cancelled and claims are closed or rejected, so that the record is kept. See Policies and Claims and pre-approvals.

Approvals and notifications

My request has been waiting for a long time

Open Approvals > My requests to see which role it is with. Anyone holding that role can decide it, and so can the main account.

Why can I not approve a request?

You cannot approve your own request, and you can only decide a request that is at a step held by your role. See Approval chains.

I get too many notifications, or too few

The main account sets them for each user under Settings > Users, separately for the bell and for email. See Notifications and email.

The customer says they did not receive an email

Look in Settings > Email log, or on the customer under Emails. You see whether the email was sent, to which address, and the error if it failed. Check that the customer's email address is right and that the template is switched on.

Set-up

Can we use our own logo and wording?

Yes. The logo and the footer line are in Company settings. The wording of letters and emails is in the templates. See Documents and templates.

Can emails come from our own address?

Yes. Enter your mail server under Settings > Company settings > Email and send a test email.

Can we change the numbering of policies and invoices?

You can change the letters that start each number under Settings > Company settings > Money and numbering. The year and the running number are added for you.

We do not use one of the modules

The main account can switch it off under Settings > Company settings > Modules. It disappears from every menu, and its data is kept.

Does it work on a phone?

Yes. Every screen adapts to a phone or a tablet. The menu opens from the button at the top left.

Still stuck?

Send us a message and we will reply by email.